Lead Solutions Analyst, Production Support / Release Management

What you'll do

• Own incident management by triaging, troubleshooting, and resolving production issues within established SLAs.
• Act as the primary escalation point for severity-1 incidents and coordinate stakeholder communications.
• Perform root cause analysis to drive permanent fixes and preventative actions for recurring problems.
• Monitor system health, application performance, and batch jobs using observability tooling.
• Manage the release calendar and coordinate deployment schedules across multiple teams and environments.
• Execute release and change management plans, including cutover strategies and rollback procedures.
• Maintain and improve runbooks, knowledge base articles, and standard operating procedures.
• Track and report on key support metrics such as MTTR, incident volume, and uptime.

What we're looking for

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• 5+ years of experience in production/application support and/or release management.
• Proven experience managing production environments and coordinating releases in a complex, enterprise setting.
• Strong understanding of the software development lifecycle (SDLC) and the ITIL service management framework.
• Technical fluency in ServiceNow, Jira, Jules/Jenkins, Git, Bitbucket, Splunk, Dynatrace, Grafana, Shell/Bash, Python, PowerShell, SQL, Oracle, Docker, Kubernetes, Linux/Unix, and Ansible.
• Strong communication skills to translate technical issues for business and executive stakeholders during high-pressure incidents.
• Certifications in ITIL v4, PMP/PRINCE2, AWS/Azure, or Scrum/SAFe (preferred).
• Experience in regulated industries, DevOps culture, SRE practices, disaster recovery, Autosys, or Charles River IMS (preferred).